AM-0003 HIGH BALANCE REPORT高余额报表.doc

Jiuzhai Complex九寨饭店集群Task Number:序号:FO-AM0003Department:部门:FO assistant manager前厅大堂副理Standard Operating Procedure标准操作规程Date Issued:发行日:01/2007Time To Train:培训时间:20 minutes 分钟High balance report高余额报表Approved By: 批准人:DOR房务总监Page 页码 4/4Guest Expectation客人期望: N/A 无Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？Answers答案: 1. Guest can experience our efficiently and accurately service.客人可以体验到我们高效无误的服务。2. We must maximize guest satisfaction. 我们必须使我们的客人满意度最大化。3. Avoid guest complaints. 避免客人投诉。4. Demonstrate my professionalism. 展示我的职业道德。5. Improve GSTS score提高客人满意度调查分数。STEPS步骤How /Standards标准Training Question培训的问题1) Understand the high balance理解高余额Assistant Manager must check High Balance Report on a daily basis and highlight high balances on the list and appropriate action must be taken according to the method of payment listed below.大堂副理须核查每日高余额报表并在列表上突出高余额部分。按照下列付款方式采取相应的行动。High Balance accounts must be reviewed and the appropriate actions taken in order to anticipate credit risks and avoid unnecessary financial loss.须核实高余额帐户，并采取相应行动。目的是预测信用风险、避免不必要的财务损失。Credit Card Authorization or Cash Deposit is collected upon check-in. However, guest balances may exceed their Credit Limit. 在登记入住时，就要做信用卡授权或收取现金押金。然而，客人的余额可能超过他们的信用权限。Therefore,the following procedures must take place.因此，要采取以下程序。Is it really necessary to review the high balance report everyday?真的有必要去核查每日高余额报表吗？What is the appropriate action?什么是相应的行动？How much deposit do we need to take? 我们要收多少押金？2) Cash payment:现金支付Assistant Manager must contact the guest and ask him to review his bill and politely ask for an additional deposit. 大堂副理须联系客人并让他查看他的帐单，同时礼貌地收取额外的押金。The total amount requested must be equal to the Guests average daily expenditure, multiplied by the number of days the guest intends to remain in the hotel.需求总量必须与客人每日平均花消乘以客人入住酒店天数相等。Why does the Assistant Manager have to ask for an additional deposit from the guest?为什么大堂副理要向客人收取额外的押金？What can I do if the guest is really running out of cash?如果客人真的现金不够，我该怎么办？3) Credit Card payment:信用卡支付Assistant Manager must contact the guest and ask him to review his bill and ask for an additional credit authorization大堂副理须联系客人并让他核查他的帐单，同时询问附加的信用授权。Obtain guests credit card. 获取客人的信用卡。The total amount requested must be equal to theguests average daily expenditure, multiplied by the number of days the guest intends to remainin the hotel. 需求总量必须与客人每日平均花消乘以客人入住酒店天数相等。Attach the credit card voucher to the registration card. 把信用卡凭证附在登记卡上。What should I do if the guest refuses to respond ?如果客人拒绝回复，我应该怎么做？How can I find out what the average daily spend is?我如何能弄清每日平均花消是多少？4) Billing the Company公司付款For a guest who has billing arrangement to charge back to a company, all the details must be forwarded to the Credit Manager.若客人是公司付，须把详细消费单据交给信用部经理。Credit Manager has to contact guests company.信用经理要联系该客人所在的公司。Any changes FOM/AFOM/AM will be informed.有任何变动的话，要通知前厅经理/前厅副经理/大堂副理。High Balance Report needs to be signed by Assistant Manager and reviewed by FOM/AFOM.高余额报表须由大堂福利签字，并交给前厅经理/前厅副经理核查。What is the role of the Credit Manager in a hotel? 酒店中的信用部经理扮演什么角色？et trainee to practiSummary questions问题小结:1.a) What is high balance report?什么是高余额报表？b) Is it really necessary to review the high balance report everyday? 真的有必要去每日核查高余额报表吗？c) Why does the Assistant Manager have to ask for an additional deposit from the guest? 为什么大堂副理要向客人收取额外的押金？b) What can I do if the guest really is running out of cash? 如果客人真的现金不够，我们应该怎么做？2. When do you request to obtain the guests credit card?何时你会请求获取客人信用卡？3. Who needs to take the responsibility